The
ServiceNow®
ITOM Visibility product consists of ServiceNow®
Discovery , ServiceNow®
Service
Mapping , Certificate Inventory and Management , Service Graph
Connectors, Multisource CMDB , and Firewall Audits and Reporting . Discovery and Service Mapping give you
a unified, connected view of your entire IT network and the services
that it supports.
Who uses ITOM Visibility ?
ITOM Visibility enables the IT departments of enterprises and cloud
companies providing platform as a service to discover their IT resources.
ServiceNow®
Configuration Management Database (CMDB) is not just an operational tool, it is a
strategic necessity in today’s IT landscape. Maintaining an accurate and complete
CMDB provides the foundation for maintaining critical
services and drives multiple outcomes important to IT departments. Data collected by
ITOM Visibility provides a foundation for operation of the following business
units and products of
Now Platform :
ITOM Health Use ITOM Health to
track and maintain the health of services in your organization. ITOM Health gathers alerts from infrastructure events
captured by third-party monitoring tools. It then uses IT-related
information gathered by Discovery to map
alerts to configuration items. Based on the collected information,
then provides dashboards showing a consolidated view of all
service-impact events. You can also use ITOM Health
to proactively analyze your IT infrastructure to spot issues and
prevent service outages. Using advanced machine learning to analyze
information about your IT infrastructure, the application
automatically determines dynamic thresholds and identifies anomalies
that may indicate potential service outages. ITOM Optimization ITOM Optimization Cloud
Insights application,
available in the ServiceNow Store ,
helps you to analyze the full range of costs associated with cloud
assets so you can identify and take action on opportunities to save
money and optimize operations.Software Asset Management Understand the software running in your IT environment. Software Asset Management
works together with the CMDB powered up by ITOM Visibility . Use Software Asset Management to track configurations
that impact software license consumption across your IT environments and
datacenter.
Customer Service Management Efficiently diagnose and resolve issues related to the IT infrastructure by using
near real-time data supplied by ITOM Visibility .
IT Service Management Rely on the IT infrastructure discovered by ITOM Visibility to manage
and deliver services to your users. See changes and incidents created and managed by
IT Service Management applications in ITOM Visibility service
maps.
IT Business Management
Use data collected by ITOM Visibility to gain a comprehensive
understanding of the applications used in your organization.
Security Operations View security incidents in the context of ITOM Visibility to find out
which application services are at risk. Use this information to prioritize and resolve
threats based on the impact they pose to your organization.
How do you use ITOM Visibility?
The Discovery feature offers a replicable and reliable method of identifying
the enterprise IT infrastructure. Discovery can find computers, servers,
software, printers, routers, and switches. It can also find IP-enabled devices and
applications that run on them, resources from various cloud providers, and TLS certificates.
This method is referred to as horizontal discovery. Connections between the devices and
applications are not included in horizontal discovery.
The Service Mapping feature maps dependencies, based on a connection between
devices and applications. This method is referred to as top-down mapping. The top-down
mapping helps you immediately see the impact of a problematic object on the rest of the
application service operation. Application service maps show infrastructure objects and
semantic connections between them. Service Mapping regenerates application
service maps regularly, to keep them updated and relevant. Any faulty objects are shown
along with the devices and applications they affect, providing a vual clue of the state of
the application service.
Figure 1. Comparison of horizontal discovery and top-down mapping resultsHow does ITOM Visibility work?
Discovery can use scripts to collect and process data on a host and then
update the CMDB . Scripts that explore or
investigate CIs on your network are called probes. Sensors are the scripts that parse the
data returned from the probes. In addition, Discovery uses discovery
patterns. A pattern is a sequence of operations whose purpose is to detect attributes of
devices and applications and, when used by Service Mapping , their outbound
connections.
Service Mapping can deploy different methods for creating application
services. Discovery patterns are the main method used by Service Mapping .
However, you can also map application services using tags, and traffic connections between
devices and applications. For more information, see Choose the right method for mapping application
services .
What to know before you begin
ITOM Visibility is available with activation of the Discovery
(com.snc.discovery) plugin and Service Mapping plugin (com.snc.service-mapping),
which require separate subscriptions. For details, see Request
Discovery and Request Service
Mapping . For full ITOM Visibility
functionality, install the latest ITOM Visibility out-of-band
applications from the ServiceNow Store . Visit the ITOM Visibility Store
Upgrades to view all the ITOM Visibility applications
and features available on the store. For cumulative release note information for
all released apps, see the ServiceNow Store version history release
notes.
Define users and configure credentials to enable ITOM Visibility access to
applications and devices inside your organization network. For details, see Prerequisites for performing top-down discovery using Service Mapping .
